Zerodha, just to give a suggestion. Why dont you add a group chat feature on your website. Your clients can login in that chat section. You will just need to assign one person to take care of client's queries. At times like when the lines are down, clients just need to speak to someone who can patiently hear them out. They all call for the same reason, clogging the line. Group chat support is faster, you dont need much infrastructure and its cost effective as well.
Your well wisher. (Very few left perhaps)
Your well wisher. (Very few left perhaps)
Our support team is 100+ in size now, much much more than when we started. On days when there are issues and if suddenly 2000 people call up same time, there will be a waiting period on the phone. We can't have 2000 people on the support team, and there is no other way around it.
I don't know if any broker, or matter of fact any other business in support industry have a solution for this. From banks, to telecom, to retail.
Putting 1 person on a chatting engine to answer 20000 active trading clients is not practical. We will then need to have 100 people only answering on chat.